Boise TV 22.3

After the client reached out about a non operating system, we had multiple people investigate and review the possible problemsIn the mean time, we had a technician train the client to sthe monitor system and analyze its productionThe system was actually operating, and there seemed to be some misunderstanding about the operation and how to read the output information of the solar systemWe apologize for your frustration, but we had to check and review the data with the manufacture and utility company to isolate what the actual problems were, as everything seemed to be functionalSo we are glad that that the end result was that the system is functioning and we will be available with any more questions or concerns moving forwardWe have remedied everything with the client and he has agreed that our resolve was satisfactory

We called the customer and will be completing the solar panels install this weekWe spoke in length regarding some of the issues, and we provided some resolve and time frames to the concerns he discussedThe other promotional items, as usual, are provided AFTER the solar install The gift card, the smart thermostat, are all promotional items that will be delivered after the completion of the installThe sub-panel will also be added in the time frame discussed via the install teamWe deeply apologize for the frustration you experienced, but we will do whatever we can to make you happy with the end resultNext week we will follow up to ensure all work is completed as needed

Dear Mr [redacted] ,We sincerely apologize for some of the frustration you are feelingCurrently, we are moving forward with the project and have been in contact with you this week in relation to us finalizing and completing the projectThere were some things that happened outside our control with your particular project, and the Holiday Season did unfortunately create some delay in getting the authorized municipalities and vendors to move forwardWhen we were not allowed access to the property, it did prevent us from finishing the projectAs of now, the project only needs one more hour or so of work to be completely doneOverall, we appreciate and honor your business, and we have all the admiration and support to our veteransWe look to complete this system very soon so that you and your household can go solarThank you and please be sure to call ###-###-#### with any questions.Sincerely, New Sun Energies

We apologize for the communication problem as that previous sales rep is no longer with our companyPlease be sure to call the toll free number with any further needs or questions at ###-###-####The contracted solar system has been complete for months as the customer statedWe will be reaching out to your household this week to schedule the install for the thermostat and solar shadesWe look forward to finalizing this and completing the promotional items we included for freeAs a policy, we only install the free promotional items after PTOOur finance department will contact you relative to your request to pay some of your loan paymentsThis request is not in the contract which we reviewed, and as a policy we don’t pay customers' loan payments for them as the loan is made to the customer and not to New Sun EnergiesTHANK YOU and we appreciate you as a customer : )

I am wondering why I have to talk to so many in this business, I talked to this one that one and I get pushed around I have talked to steve at one point (no longer with new sun energies and he told me to forward the bill to Able and that he would get it paid since the install was NOT complete and to this day NOT complete It has been since July that the panels went into service with text messages to Celeste, Pablo, Steve and Able Now that there is a complaint to B.B.BI get contacted and so forth As I have been told that you do not pay on a service till all service is rendered there should be NO payments due or made till finished Where I have made presently dollars on late payments to Spruce Lending Please advise me, do I SEE something wrong?

We resolved all questions the customer had Project is proceeding and installation of solar system is scheduled Customer is happy with the outcomeWe always strive for our customers to have a positive experience Solar is a benefit to help save customers money and help the environment which is what we promote

5/3/ROC# [redacted] Revdex.com EMissouri AvePhoenix, AZ 85014Attn: Revdex.com Conciliation & Engagement Specialist RE: Complaint ID# [redacted] Please accept this letter as written response to the above-mentioned claim.1.) This solar project was completed and generating power as of 12/23/ No financing was procured or payments for the installation were made until 6/13/ We helped her obtain financing through [redacted] , which she was explained the financing terms and she requested the lower monthly payment option of the higher interest rate of 5.99% for a 20-year loanWe considered this project completed and done at this point.2.) On 9/21/16, she called back stating she wanted the same type of loan that the referral client (her neighbor) she provided, which was the larger monthly payment but had the lower rate of 2.99% and shorter loan of years Under no obligation ere we required to fulfil her request but since we are very customer service oriented I worked with [redacted] to see if they could reverse the loan and provide the terms she requested After months of escalating the request to multiple managers with [redacted] , I was finally successful to convert the loan internally New Sun Energies even paid an additional dealer finance fee to accommodate [redacted] ***.We kindly request that this complaint be closed and withdrawn since it is an unwarranted clairn and truly believe it is a mere misunderstanding of her current financing I will also contact the client to request that she withdraws the complaint once I can explain everything to her again Please advise how to proceed and we thank you for allowing us to resolve this issue.Regards, Celeste D***Customer Service Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We are *** *** *** with no affiliation to Rodeo Solar LLC This is not our client please remove Thank you

The response from New Sun are full of lies
There was no referral as was stated
I never asked for smaller payments
I have a written contract that promised me
2.99% interest over years and instead was signed up to a 6%, year contract
I had to negotiate a new contract with *** ***
(I believe they renegotiated because New Sun refused to refund the contracted money back to *** ***.)
I called New Sun times during a year periodUsually my calls were not returned
The last call, with Justin, was insulting and the last straw
This business has a good product but their customer service is a joke

There are multiple departments that handle the various questions and or requests as they are trained in those areas specificallySorry if you had an ex-employee's number, but always please be sure to call the main number, ###-###-####According to our records, your solar system was completed with the utility company (PTO) on 09-07-We are not certain of the issue of request, but we completed the system and it has been operational since that dateThank you

Hello,We deeply apologize for these issues and the uncommon problems you have occurredDue to the fact that there are numerous parties and organizations included, there can be times when the process and service is affected due to outside factors or uncontrollable variables.I want to assure you that
your concerns, time, and opportunity to serve you is valued by our team and staffThis is not the sentiment we achieve with most clients, so I will forward to the executive management to see what options we have to resolve all these matters.We strive to make the customer experience great here at New Sun Energies, and we will be doing all that we can to meet a fair solution for all parties involvedPlease expect us to be reaching out shortly towards rectifying everything.Sincerely,New Sun Energies (1-888-224-0805)www.newsunenergies.com

Please accept this email as written response to the above mentioned complaint New Sun Energies's Customer Service Manager has spoken to the client and is currently working to resolve Mr *** concerns We have requested a check to be issued for the months payments which total $and
it will be cut Friday 3/3/ In addition, we have escalated to the construction manager to send a technician to his home to troubleshoot the solar system to ensure it is functioning at full capacity We will have a technician out to his property no later than 3/6/

Unfortunately, there are times that customers are confused regarding credits and how they affect the overall bills throughout the yearOur construction manager spoke to the client and explained how his bills during the summer are typically higher due to more energy demand and usageHe also explained that he would build up credits from the non-summer months, which helps offset the summer months billsIn order to trouble shoot any possible problems; we requested from the customer the last three months of utility bills. This would help us analyze the production and overall efficiency of the solar systemAlso, we asked for the client to take a picture of the inverter readings in the morning, afternoon, and evening to help isolate the production in the different times of dayWe have yet to receive any documentation to allow us to proceed in the troubleshootingSo we would love to help and guide the customer, we just need the information to move forwardThank you and please feel free to call us anytime at ***

With all due respect, I have tried to contact multiple people for their company, not just the salesman that does not work for them anymore.  I have tried on email and phone messages to their company with no response from them.  Just look at how long it took this company to respond back to the Revdex.com about this complaint.  A company rep called me yesterday (28 Sep 2017 @ 1224hrs AZT).  Unfortunately I was in a meeting and the company rep told me that she would send me a text with a contact number to call after 1500hrs AZT.  I called back using the phone number provided by this company [redacted] at 1657hrs AZT, no answer so I left a message again.  It is now 29 Sep 2017, 1325hrs AZT, and still no call back.

This was also faxed to the Revdex.com # [redacted] on 5/3/17.  I have left multiple messages to schedule a conference call with the client.  The client receivedeverythingthey requested and unsure why the complaint was initiated.  This can be confirmed by the financier as well.  See attached response faxed 5/3/17:Please accept this letter as written response to the above-mentioned claim. New Sun Energies worked diligently with [redacted] Financing to move her solar financing to the loan terms she requested, which was completed and confirmed to the client on 3/21/17. This solar project was completed and generating power as of 12/23/2016. No financing was procured or payments for the installation were made until 6/13/16. We helped her obtain financing through [redacted], which she was explained the financing terms and she requested the lower monthly payment option of the higher interest rate of 5.99% for a 20-year loan. Then, on 9/21/16, she called back upset stating she wanted the same type of loan that the referral client (her neighbor) she provided, which was the larger monthly payment but had the lower rate of 2.99% and shorter loan of 12 years. I then attempted to work with [redacted] to see if they could reverse the loan and provide the terms she requested. After months of escalating the request to multiple managers with [redacted], I was finally successful to convert the loan internally with [redacted]. New Sun Energies even paid an additional dealer finance fee to accommodate [redacted]. We kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding of her current financing. I will also contact the client to request that she withdraws the complaint once I can explain everything to her again. Please advise how to proceed andwe thank you for allowing us to resolve this issue.

Access to my property was delayed 1 day and 1 day only. I have recordings of our conversations proving this. To say anything else is an outright lie. There were several holidays between May 8 2017 and today January 4, 2018. Other solar companies seam to be able to complete the installation for their customers in as little as 31 days. The person lives less than a half mile from me, has the same electric company, electrical sub station, transformer and inspectors. It has been 241 days and counting for me. Per the last of many sub contractor informed me that the breaker box that was installed, was installed in the wrong place in the electrical line. The net metering meter can is the wrong one and requires replacement. The tags and labkes were wrong. (He has started replacing them) and the wiring is wrong. In addition to all of that my house side wall is damaged. It will take more than 1 hour to correct. I am tired of the lies. The last one was January 2, 2018. Please feel free to contact me to listen to and watch the recordings.

We design and build energy producing systems with high levels of complexity that include multiple parties. Each system and home is unique with its own needs specific to the home. There are no cookie cutter solutions, and some systems can be completed in 30 days while others may require several months. We are now in the final stages and are sending a tech to your home to finish the project. The tech is ready to wrap up any issues and we would like to complete the utility checklist this week. We are in communication with the homeowner to do so and will do our best to complete this as soon as possible. Thank you.

7/3/17 Revdex.com 1010 E. Missouri Ave.  Phoenix, AZ 85014  Attn: Revdex.com Conciliation & Engagement Specialist RE: Complaint ID # [redacted] Please accept this letter as written response to the above-mentioned claim.   We have installed...

per city an engineering plans which are attached.  We have not abandoned the project as the municipality has asked an adjustment in the final inspection to green tag for approved and have sent them requires updates calculations as requested to the City of Bullhead as of 6/29/17.  We are waiting for an approval or call back.  We made no penetrations to the roof per the client’s request.  We installed the roof mounted system per industry standards, according to roofs similar to this client’s home.  The block casings are standard for homes with no rafters. Many examples can be provided if needed or researched on the web to confirm that block casings are used in this method.   If there was an issue with the block casings, the local municipality would have rejected that portion of the installation.  Again, we installed the system designed by a 3rd party structural engineering firm and design firm, which was approved by the municipality.             We kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding.  I will also contact the client and continue to work towards a solution.  Please advise how to proceed and we thank you for allowing us to resolve this issue. Regards,   Celeste D[redacted] Customer Service Manager

1.) This solar project has been installed and passed inspection since 3129/17. (Exhibit 1)We have provided reimbursements for financing payments that have been sent to us by the client with check #[redacted] in the amount of$91J32.  (Exhibit 2.)  This is for January's and February's monthly...

payment.  We are willing to continue reimblJrsement for payments made until we pass the commissioning stage and the system is producing energy which is delayed with the utility company [redacted].   However, we need these statements sent to me via email at [redacted] [redacted] so that I can request a reimbursement check2.) [redacted] has required that we resubmit new drawings/plans of the project reflecting 2 main changes to approve the commissioning (and set the solar meter) at the client's property.  We have submitted these changes to our Engineering subcontractor and will have these revised plans completed by tomorrow morning, 5123/17. We will submit the revised drawings/plans and request an expedited commissioning date from [redacted].3,) A message was left today to update the client and we have been in constant.communication with the client since she initiated a customer service inquiry with our firm on 4/14117.  She has seemed satisfied with the installation and, from our communication, understands the next steps involved to have the system commissioned,4.)  Lastly, we were attempting  to offer better financing  terms  and since weare  no longer  utilizing the current  lender she 1s with, Greensky, we reran her credit (with her permission) to see If she qualified,   She did qualify, however  she opted to stay  with  Greensky  Financing and approved  final payment to us with written  and verbal confirmation  made to !he financier  that  our work  is completed.  (Exhibit 3.)   Please  understand that once green tag (passed city inspection)  the solar  project  is considered  completed ..    The utility companies can always come  backafter the inspection passes and demand additional items to change once a field inspector goes to the client'shome to review the install.  This scenario can happen even after the utility companies approve the plans/designsthat are submitted to them for approval to proceed with initial installation.  We have no control over the length of time or demands/changes that may be initiated once the utility field inspection is completed to turn on the solar system with the utility companyWe kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding.  I will also contact the client to request that she withdraws the cornplaint once I can explain everything to her again.  Please advise how to proceed and we thank you for allowing us to resolve this issue.Regards,Celeste D[redacted]Customer Service Manager